00:00And when we talk about that, the last question is, when should a business consider using a call center like
00:09yours?
00:10What's the thought process that one would go through to make that decision?
00:16That's a very good question.
00:18And if I may, I have to, I guess, say something for my own piece.
00:22I would prefer, Michael, that people choose me for merit over price.
00:28I can name 10 call centers that can do it for half my costs in the Philippines, in India, or
00:33anywhere in town.
00:34So if that's your first question for me, I'll answer you by saying $1,000 an hour.
00:39They go, no, you're not.
00:40And I go, of course I'm not.
00:41What's your second question?
00:42At least just to see what they have to say.
00:44And then a lot of the times on those calls, because people shop around, which they should, and people do
00:50know certain telemarketing, they have done it in-house, but they've never outsourced.
00:56So maybe they're not familiar with some of our infrastructure, our reporting, our supervision, onboarding, training, quality assurance.
01:03They've just done it with a half a dozen guys in their office.
01:06And a lot of the times they have unrealistic expectations.
01:11Sometimes people have to go through a certain process with me, so they qualify.
01:15I reject more campaigns than I accept because I'm very selective.
01:19I use the smart theory, specific, measurable, agreed upon, realistic, and time frame oriented.
01:28But to answer your question in a certain way, anybody that would like to scale their company, maybe compare apples
01:35to what they're doing to my structure here.
01:38We're very price comparable to the United States, including full benefits here.
01:43I don't force hands, I don't twist arms, and from an educated point of view, potential clients make a decision
01:50about working with me.
01:52And most of the time, and I will be candid about this, it's price.
01:56And how can I compete when we're the most expensive in Central America?
02:00But we also have the best infrastructure, if that's important to you.
02:04We also have Spanish language capacity, we're very close to the United States, we're on certain time zones.
02:12And we have a democratic society here, we don't have an army, so there's a 95% literacy rate.
02:18So one of the questions that I would ask, as let's say a salesman, is since I have these skills,
02:24and you're asking me because I'm 50% more,
02:27am I capable of doing 1.5% an hour, compared to just one an hour?
02:32If I put it on a predictive dialer, if I speak in Spanish, if I use Richard's coaching, if we
02:37do rebuttals, if I do voicemails,
02:41am I capable of doing 0.5% more?
02:44Because you're saying you pay half, well then that's fine, put me on a level playing field.
02:48Maybe my agents are capable with the skills that they possess, and the coaching, and the environment that they have,
02:54and I've seen it, to do 0.5% more.
02:57Which means that we even out, and I'm worth my cost, and then we get the seats.
03:01But my goodness gracious, I can't do 20 calls an hour.
03:04You know, the average one is 10, you can't make up time.
03:08But those are the sort of questions that I would ask to see if it would be a good fit
03:12or not.
03:12But I do appreciate anybody that calls me.
03:16They must have found me on the internet through search engine optimization, or read an article,
03:20or at least took the time to reach out.
03:24And so I almost tell them to put their checkbooks away.
03:27No one sends me money on a first phone call.
03:30It's my pleasure to share information.
03:32And I hope that I shared plenty with your audience today, because there's so much more I could share,
03:37but there's only so much time.
03:39But I believe that I shared with you my best, where it would give somebody such great foundation training,
03:46where, Michael, all they do is just dedicated practice.
03:49If they just do things when the cameras are off, and no one's around,
03:52and they just practice their kicks, punches, and painting their guitar,
03:56they're going to be amazing artists of speech.
03:59But the one thing is, when they're too well-rehearsed, and they're too commercialized,
04:04they're not raw anymore.
04:06They lose that sort of spark and character that they first started off this journey with.
04:12And that's pretty much my final thoughts on that.
04:15Yeah, that's excellent.
04:17That was a nice little nugget right there at the end, too, Richard.
04:22So thank you very much for sharing with us today.
04:24We're grateful for the time that you spent with us,
04:27because you're running a busy and successful business down there in Costa Rica.
04:33So I'm grateful.
04:35Thank you, Michael.
